ComplaintsforiFilters

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a whole home well filtration system from ifilters.com, vicariously through amazon.com and received most of my order. Upon inspection and after signing for the products, we realized the reverse osmosis unit was missing. I immediately contacted ifilters customer support who wanted me to send them pictures which I did and explain the situation which I also did to which they responded and said, “well you signed for it we are not going to send you the unit that you did not receive.” I’ve explained that they sent six boxes however, not all of the correct products were shipped. I’m missing the reverse osmosis unit, and in its place they sent me an additional brone well tank, and a meter for my water softener, which is useless considering I already have both of these items and don’t need two of each . They refused to refund my money or make this right in any way, shape or fashion to which I have now filed a grievance with Amazon to make it right on behalf of their customer who is me. This situation should have been resolved amicably, and customer satisfaction should be number one with this company. I would not push this level just for anything free. I spent over $2500 with this company and I expect my products to be shipped to me in their entirety. Also, when I noticed an issue they needed to make it right not call me a liar publicly!

  Business response

  01/26/2023

  To whom it may concern, 

  
  

  This is a response to the claim filed by *********** ******** 

  complaint #188*****

  
  

  We have done our very best with to work with the customer based on the limited information that was provided by him. Here is the timeline of the interactions we had with him. 

  
  

  01/16- Customer reached out to let us know one box out of the 6 boxes that were part of his order, did not make it to him 

  01/18- After investigating the issue we respond to the customer and let him know that all 6 packages that were shipped out from our facility show delivered and signed for. 

  01/19- The customer clarifies that he did in fact get 6 packages, however one was a duplicate box. ( He received 2 brine tanks) 

  01/19- We apologize to the customer for the misunderstand and provide him a return label for the box he received($400 value) . We let him know as soon as he drops off or ha the box picked up with that prepaid label, we will ship him the missing item($200 value). 

  
  

  01/19- We receive this complaint - customer never dropped off the extra box he received. 

  
  

  I have attached a copy of our interaction with the customer to disprove the fact that we have been unwilling to help. 

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 20, 2022 Very disappointed with iFilters. I purchased 2 showerheads with filters 7 months ago on August 21, 2021. I did not need to install them until this month March 11, 2022, since I was still using 2 other filters that were not yet expired. When I tried to install these filters I was unable to install them. The ball and socket on the head of this filter did not rotate and broke off, leaving the filter unusable. There were no instructions included with these filters, however, it's not the first time I ever installed shower heads on my own! I contacted the company and their only resolution was to give me 30% towards another purchase. I found this unacceptable since I don't trust their products. I was told by “GUS”, their c/s rep that the filters were past their return date (30 days) and I broke the filters!! The order # **392, 2 showerheads with filters $78.30. End of story!

  Business response

  04/06/2022

  This is regarding claim ID 169**603.   
   
  Thank you so much for reaching out. We take pride in taking care of our customers and have always honored the warranty when it is something wrong with the product. However based on our records, it does seem like the customer, ****** *****, admitted to not knowing that the shower heads did not rotate and broke them by trying to do so. As a courtesy we offered a discount on any replacement she might need and will honor that discount if she decides to place a new order. 
  
  ******* *****
  
  

  Business response

  04/12/2022

  This is in response to Claim ID 169**603

  
  

  To who it may concern: 

  
  

  We have tried to recreate the way the customers part broke and have attached the videos here using the same parts. We have also attached a picture of the box that mentioned there are beads inside which would explain the rattling she heard. 

  
  

  Our customer support team always encourages our customers to reach out if they are experiencing issues and believe it would have been ideal for the customer to reach out after the first incident. We stand by our offer to help the customer with a steep discount if she would like to replace the units. 

  
  

  Thanks, 

  
  

  ifilters Support 

  Customer response

  04/14/2022

   I am again rejecting their response because:

  April 14, 2022

  
  

  BBB,

  
  

  The explanation from iFilters has nothing to do with my initial complaint!  They demonstrate how the shower head moves around on the ball and socket connection!  This was my first complaint, that the shower heads they sent to me did not rotate.  This is why it broke away from its threaded connection at the filter section of the product.  I offered to send their defective shower heads back so their product quality control could figure out why they were defective!  (At their expense, of course)
  

  
  

  Again, I will repeat, neither one of my shower heads worked correctly. They sent me broken non-working, defective shower heads. The reason I did not know this within their 30 days return policy is because my shower filters, had not yet expired. I ordered these ahead of time to have in stock when I needed them!  I didn't think iFilters sent me defective shower heads!!!
  

  
  

  As far as the rattle, they explained this in their video.  However, the box I received did not have any pictures of the filter or instructions.  I received these shower heads in a plain brown carton and the shower heads were inside a plain white cardboard inner box, no writing or instructions on this inner box.
  

  
  

  The video I made is too big to transfer from my phone to this email.  I won't be able to  show the shower head socket not moving around as their socket attachment does!! My stationary shower head is what led to breaking away from the filter section when I tried to move it.  BTW, the demonstrator used a plier to break off the shower head from the filter, I did not do this. Why would I?  I purchased these filters to use, not break and return? 
  

  
  

  iFilters only offered me 30% off my next purchase to make up for this situation. I still find this unacceptable since their products were broken when they sent them to me.  Why would I then spend more money with them? It's as if they want me to purchase defective products that I'm willing to pay for!?

  
  

  I will only accept a refund of my full purchase price of $78.30.

  
  

  Thank you,

  ****** C. *****
  

   

  cc: Consumer Affairs Bergen County
  

  
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩